Administrator (Support & Operations) (US)
Role Overview
To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.
Full Job Posting
Responsibilities
- To adhere to quality standards, regulatory requirements and company policies. To provide support for on call escalations and doing root cause analysis of given issue. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts. To independently resolve tickets within agreed SLA of ticket volume and time. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.
- To adhere to quality standards, regulatory requirements and company policies.
- To provide support for on call escalations and doing root cause analysis of given issue.
- Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
- To independently resolve tickets within agreed SLA of ticket volume and time.
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.
Full Job Posting
Job Summary To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback. Key Responsibilities To adhere to quality standards, regulatory requirements and company policies. To provide support for on call escalations and doing root cause analysis of given issue. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts. To independently resolve tickets within agreed SLA of ticket volume and time. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases. Skill Requirements null Other Requirements null
About HCL Technologies
HCL Technologies is a global IT services and consulting company offering digital, engineering, cloud, and AI solutions. Headquartered in Noida, India, it serves clients across industries in over 60 countries.
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